Director, Workforce Planning

Location: Remote within the United States; employees may live in any of the 50 states, with limited exceptions.

Base salary: $142,500–$227,600 annually in California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington, DC; $135,400–$216,200 annually in Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia. Equity awards may also apply.

Company

A real estate platform helping people navigate buying, selling, financing, and renting while reshaping the U.S. real estate industry.

What you will do

• Set the enterprise workforce management strategy for contact center operations, aligning staffing, capacity, and service-level targets with business and customer experience goals.
• Lead long-range and annual workforce planning, demand forecasting, hiring plans, and budget inputs across sites, business lines, and channels.
• Establish standardized WFM policies, frameworks, KPIs, and performance visibility across teams.
• Lead forecasting, scheduling, and real-time management functions while coaching team leaders and analysts.
• Partner with Operations, Sales, Finance, HR, Technology, Product, Engineering, and BPO vendors on staffing and workforce initiatives.
• Drive WFM technology improvements, analytics, experimentation, and executive reporting to improve forecast accuracy, scheduling efficiency, productivity, and service levels.

Requirements

• Bachelor’s degree in Business, Operations Management, Mathematics, Statistics, Finance, Industrial Engineering, or a related field.
• 10+ years of experience in workforce management, contact center operations, or a related field, including 5+ years leading people and multifunctional teams.
• Experience owning enterprise-scale workforce planning, forecasting, and scheduling in high-volume, multichannel environments, including BPO partners.
• Strong data and analytics experience diagnosing performance drivers and optimizing staffing, productivity, and customer or sales outcomes.
• Experience influencing senior leaders and cross-functional partners with clear, data-driven recommendations.
• Working knowledge of Aspect, Genesys, NICE, and related telephony or CRM tools.

Culture & Benefits

• Remote work without a permanent corporate office workplace.
• Distributed work through the Cloud HQ approach.
• Equity eligibility in addition to base salary.
• Inclusive, innovative, and growth-oriented work environment.